IT Service Transition Manager - VR/27637

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Status: Permanent
Location: Westhill, Aberdeenshire
Rate: Available Upon Request

We are working with a prestigious global energy sector service company to assist in sourcing an IT Service Transition Manager to be based in Westhill on a permanent basis. This role is responsible for overseeing IT change, release, capacity, monitoring and event management processes.

             

The successful candidate will manage change requests, lead the Change Advisory Board, develop, and implement frameworks, and ensure IT capacity meets business needs. The role requires expertise in ITIL, project management, the software development lifecycle, and database administration. Strong communication and problem-solving skills are essential, along with the ability to work independently and in a multicultural environment.

     

Overview

The IDS (Information and Digital Services) Service Transition Manager is the overall owner, and ultimate responsible, for the definition, continuous improvement, strategic management, and global execution of the IT change, release, capacity management and monitoring / event management processes.      

               

The objective of change management is risk management, and control, to prevent unauthorized changes to IT systems and services which could result in unplanned business outages, deviation from standards or difficulty supporting day-to-day operations. The goal of release management is scheduling, coordinating and management of software releases, for multiple applications, through different stages and environments, including testing and deployment.

            

The goal of capacity management is to ensure that IT capacity meets the business needs. Satisfying current and future demand in a timely and cost-effective way. The objective of monitoring / event management is to ensure that CIs are constantly monitored and to define a process to categorise these events so that appropriate action can be taken if required preventing any negative impact to the business.

                   

Duties & Responsibilities

  • Focus on the strategic management and overall responsibility of the global change management, release management, monitoring / alerting and capacity management. 
  • Managing the IT Change Management Team. 
  • Owning the change management process, templates and artifacts. 
  • Has authority to reject change requests, regardless of the seniority of the requestor. 
  • Approving changes evaluated as significant. 
  • Approving the conversion of normal changes to standard changes. 
  • Assembling the Change Advisory Board (CAB) and Emergency CABs (eCABs); as required. 
  • Chairing the Change Advisory Board (CAB). 
  • Planning the agenda. 
  • Ensuring CAB meetings adhere to their agenda. 
  • Exercising authority to make final approval decision when CAB is deadlocked. 
  • Approving the addition / removal of individuals as “Expert Advisors”.
  • Developing and implementing?the IT Change Management Framework; by identifying and executing continuous improvements to the change management policies and processes. 
  • Developing process flow diagrams and standard operating procedures for change management. 
  • Fostering a common understanding of the IT Change Management Framework’s scope, applicability, and key sub-processes including configuration and requirements management. 
  • Providing coaching and advisory services in the planning, development, and execution of an IT Change Management Framework. 
  • Establishing and reporting on metrics and key performance indicators (KPIs) related to the IT change management process. 

                      

Monitoring & Event Management  

  • Ownership of monitoring and event management strategy / governance / process.
  • Implementing event / monitoring management best practices and guidelines to ensure improved services.
  • Using automation to resolve events.
  • Integrating all monitoring tools into event management layer.
  • Regular process health checks for continuous improvements. 
  • Gathering / assessing data from stakeholders, and documenting new requirements, as necessary.
  • Interacting with operational Event Management Team. 

                

Capacity Management  

  • Ownership of capacity strategy / governance / process.
  • Focal point for identified capacity issues in IT service management. 
  • Creating capacity plan that aligns with the organisations budget cycle, demand, and service requirements. 
  • Gathering and assessing data regarding service usage, future demands, infrastructure components, and stakeholders, documenting new requirements, as necessary. 
  • Reporting / trends etc.

                       

 Release Management.  

  • Owning the release management process, templates and artifacts. 
  • Developing and implementing the IT release management framework; by identifying and executing continuous improvements to the release management policies and processes. 
  • Developing process flow diagrams and standard operating procedures for release management. 
  • Providing coaching and advisory services in the planning, development and execution of an IT release management framework. 
  • Establishing and reporting on metrics and key performance indicators (KPIs) related to the release management process. 
  • Gathering / assessing data from stakeholders, and documenting new requirements, as necessary.

               

 Skills, Qualifications, Experience and Attributes

  • Bachelor or masters degree in technology, computer science, MIS or related field.
  • ITIL certification or equivalent experience.

                 

 Knowledge/Skills: 

  • Expert level knowledge of IT Service Management principle, best practices and frameworks like ITIL and COBIT. 
  • Solid understanding of project management principles. 
  • Solid understanding of software development lifecycle (SDLC) principles. 
  • Solid understanding of database technology and database administration principles. 
  • Solid understanding of how various technologies fit together to deliver enterprise IT services 
  • Strong understanding of IT infrastructure and networking concepts. 
  • Solid understanding of development processes, tools, and methodologies. 
  • Hands-on knowledge of information security concepts and best practices a big plus. 
  • In-depth analysis, reporting and documentation skills. 

                  

 Experience:

  • Considerable experience of managing IT Teams / organisations. 
  • Experience working in large-scale IT organisations. 
  • Experience managing multinational, multi-cultural teams desirable. 

                 

 Personal Attributes: 

  • Critical thinking and problem-solving abilities. 
  • Ability to work independently and as a team player. 
  • Strong organisational skills and attention to detail; ability to manage multiple projects with competing demands for resources. 
  • Strong work ethic with the ability to complete tasks and deliverables under tight deadlines while maintaining flexibility. 
  • Must be able to work on an on-call basis understanding that, he / she may be called in to assist with major outages. 
  • Excellent verbal and written communication skills. 
  • Ability to successfully navigate and operate in a multinational, multicultural environment. 
  • Ability to document and communicate complex concepts in a user-friendly and audience-appropriate fashion, to all levels of the organization from line level to management and executive teams. 
  • Excellent skills leading and facilitating meetings via video / audio conferencing or other means of electronic communication. 
  • Proven interpersonal and verbal communication skills are required including excellent customer relationship skills. 

TMM Recruitment INDIT

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